If you were choosing whether to increase your employees’ satisfaction or their engagement – which would you choose?   Or would you even consider there to be any difference between the two?   Perhaps you’re like some of the employers whom I’ve been talking to recently about this.  They use the two terms interchangeably without having a clear picture of what, if anything, distinguishes them.   Well in strict definition terms there is a difference.  Employee satisfaction is just that – an employee having their needs met in terms of their jobs and work environment.  But … Continue reading

Posted on by Brendan
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In last week’s blog I was talking about the importance of being available to your customers.   Well , surprise, surprise – today I’ve actually got a good news story to share with you on this topic.  It happened earlier this week when I called my electricity & gas supplier – the same company does both.   After following the robot’s instructions to press “1” for this and “2” for that I was put on hold.   About 30 seconds later the robot came back and said “We are sorry that you are still on hold”.  And … Continue reading

Posted on by Brendan
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Today one of my admin tasks was switching mobile phones.  It was one of those pain in the a** jobs – but not too mentally taxing!   Anyway, at one point as part of that process I needed to email my mobile service provider – by filling in one of those “contact form” thingees on their website.   I hate using those contact forms – the only reason I did so was because there’s no actual customer care email address to email with a normal email client.   Well – perhaps there was such an address but … Continue reading

Posted on by Brendan